Telephone Etiquette for Professionals

Course Code: COM-190

Course Duration: 2 days

Course Objective(s):

To provide participants with language and skills required for using the telephone in a professional capacity.

Expected Accomplishment(s):

• Use clear, concise business phrases
• Use appropriate language and tone of voice
• Ask questions easily and confidently
• Attend to difficult customers
• Manage customers’ expectations by actively listening to their requirements

Who Can Benefit:

• Business professionals who wish to maximize success when speaking on the telephone
• Customer Care staff
• Secretaries, Receptionists

Prerequisite(s):

• Reasonable/good command of English

Course Outline:

• Helpful opening and closing phrases
• Positive voice tone and inflection
• Key words and phrases for success
• Keeping on track – steering the conversation
• Tips for a variety of different situations
• Asking questions and giving meaningful answers
• Active listening hints
• Techniques for handling difficult customers
• Telephoning practice
• Practice listening and speaking skills via language lab exercises

Delivery Method:

The training delivery methods include a combination of instructor-directed activities and customer-centered learning tasks.

Related Training:

• English Review
• Developing Effective Working Relationships
• Dealing with Difficult Customers and Solving Problems
• Developing a Positive Attitude for Success
• Customer Service Frontline Staff